Food supplement. Not a medicine. Sold by CAROLINA VALENTE SANTOS, Matosinhos, Portugal.

Returns & Refunds Policy

Last updated:

1. Right of Return - 14 Calendar Days

You have 14 calendar days from the date you receive your order to return Lumalis Total Blend. This 14-day right of return is offered voluntarily by CAROLINA VALENTE SANTOS and aligns with the consumer withdrawal rights established under EU Directive 2011/83/EU as adopted internationally as a good-practice standard.

2. Return Conditions

Returns are accepted only when:

  • The packaging is sealed and completely unopened.
  • The return request is submitted within 14 calendar days of the delivery date.

Please note: as a food supplement sold in a sealed package, once the packaging has been opened, the product cannot be returned for hygiene and safety reasons. This is a lawful exception applicable to food products under consumer protection regulations.

3. How to Initiate a Return

  1. Email us at [email protected] within 14 days of delivery. Include your name, phone number and order reference.
  2. We will reply with return instructions and the warehouse address within 2 business days.
  3. Repack the item securely in its original packaging and send it to the address provided.
  4. We recommend using a tracked postal service. The cost of return postage is borne by the customer unless the item is defective or incorrectly sent.

4. Refund Timeline

Once we receive and inspect the returned item, we will process your refund within 14 calendar days. As orders are paid on delivery (no online payment), refunds are issued by bank transfer to an account you provide. We will contact you to arrange this.

5. Cancellation Before Dispatch

You may cancel your order at no cost and with no obligation at any time before it is dispatched:

  • During the confirmation call - simply tell the operator you do not wish to proceed.
  • By calling us at +64 9 887 4312 during business hours.
  • By emailing [email protected].

6. Declining Delivery

If you decline to accept the parcel from the courier on delivery, the order is automatically cancelled. No charge applies.

7. Defective or Incorrect Items

If you receive a damaged, defective or incorrectly sent item, contact us within 7 days of delivery. We will arrange a replacement or full refund at no cost to you, including return postage.

8. Contact

Returns enquiries: [email protected] · +64 9 887 4312 · Mon-Fri 9:00-17:00 NZST.